[rt-users] Fwd: Need help with the plugin RT::Extension::SLA

Abdallah TABI at at efficientip.com
Mon Sep 30 09:38:23 EDT 2013


Hello,

I’m working in software publisher and we need a tool to handle tickets. We
are studiying some tools and RT seems to be the right one but, I’ve trouble
with the plugin "RT::Extension::SLA". I’ve followed the tutorial (thanks to
Ruslan – nice job).

My RT version : RT 4.0.17

What I want to do seems to be simple:

When a ticket is open - we have a Response time (15 min for e.g.). After a
Response, I'm expecting to switch on Resolve time (4 hours for e.g.).


*Here a full example (following the configuration file below):*

Open a ticket with the queue 'support' and select the level 'Priority 1', I
would like to see in Due field : 15 minutes to answer. After this action, I
would like to see 4 hours to resolve. But unfortunately It doesn't work.
Either I see the right Response status but I never see the Resolve status
after an answer or I see the Response time directly.

Set(@Plugins,(qw(RT::Extension::SLA)));

%RT::ServiceAgreements =
(
    Default => 'Priority 1',
    QueueDefault =>
    {
        'General' => 'HachIT',
        'support' => 'Priority 1',
    },
    Levels =>
    {
        'HachIT' =>     {
            BusinessHours => 'US1',
            Response => { BusinessMinutes => 15 },
            Resolve  => { BusinessMinutes => 60*4 },
        },
        'Priority 1' =>         {
            BusinessHours => 'Europe1',
            Response => { BusinessMinutes => 15 },
            Resolve  => { BusinessMinutes => 60*4 },
        },
        'Priority 2' => {
            BusinessHours => 'Europe1',
            Response => { BusinessMinutes => 30 },
            Resolve  => { BusinessMinutes => 60*8*4 },
        },
        'Priority 3' => {
            BusinessHours => 'Europe1',
            Response => { BusinessMinutes => 45 },
            Resolve  => { BusinessMinutes => 60*8*20 },
        },
    },
);

%RT::ServiceBusinessHours =
(
    'US1' =>
    {
        0 => { Name => 'Sunday', Start => undef, End => undef },
        1 => { Name => 'Monday', Start => '15:00', End => '23:59' },
        2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' },
        3 => { Name => 'Wednesday', Start => '15:00', End => '23:59' },
        4 => { Name => 'Thursday', Start => '15:00', End => '23:59' },
        5 => { Name => 'Friday', Start => '15:00', End => '23:59' },
        6 => { Name => 'Saturday', Start => undef, End => undef},
    },
    'Europe1' =>
    {
        0 => { Name => 'Sunday', Start => undef, End => undef },
        1 => { Name => 'Monday', Start => '07:00', End => '17:00' },
        2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' },
        3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' },
        4 => { Name => 'Thursday', Start => '07:00', End => '17:00' },
        5 => { Name => 'Friday', Start => '07:00', End => '17:00' },
        6 => { Name => 'Saturday', Start => undef, End => undef},
    },
);

Am I wrong ? Did I miss something ? We are 3 peoples here and nobody
understand this behavior. I hope you will be available to help me. I'm
available as much as possible If you need my time.

Best regards
.
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